Quality Assurance Specialist
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Job Description
Job Description
Quality Assurance Specialist is responsible for assessing the quality of performance for our team members who interact with our existing and potential customers. The Quality Specialist will monitor customer interactions to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures. In addition, recommending enhancements to training materials as needed to enhance the overall customers experience will result in effective performance.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Participates in design of call monitoring formats and quality standards.
Monitor and evaluate inbound / outbound calls, chats, and emailed Salesforce Cases for Compliance with company policies, procedures, and quality standards.
Uses Excel score cards for quality monitoring and tracking on a team and individual level.
Participates in customer and client listening within Verint to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff and leaders
Provides scores and feedback to supervisors and managers.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associates or bachelor's degree in business related field preferred, or equivalent experience
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter; Solid time management skills
Exceptional listening and analytical skills; Focus on quality and customer service
Must be able to effectively deal with people at all levels inside and outside of the Company
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Good interpersonal skills with a focus on rapport-building, listening and questioning abilities
Must be proficient with Microsoft Office (Word, Excel; PowerPoint); Intermediate Excel a plus
Assist department as directed for quality of AR Clean-up projects involving offsets, write offs, refunds, etc.
Be actively involved in department continuous improvement projects by identifying improvement opportunities.
Bi-lingual a plus
Systems: Oracle, Salesforce, PeopleSoft, Verint, MicroSoft Teams, Word, Excel
SUPERVISORY RESPONSIBILITIES
This position does not have supervisory responsibilities.
CERTIFICATES, LICENSES, REGISTRATIONS
None
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.